TIO Annual Report 2002/03

Systemic Issues Investigations

The procedure formalized in the past year for the investigation of systemic complaints is one of the most important pro-active initiatives adopted by the TIO since its inception. Here, the intention is to identify as soon as possible those complaints which raise issues affecting or potentially affecting a number of customers or a class of customer, not merely the immediate complainant.

Following a well-trialled procedure, the Systemic Complaints Investigation Officer and a small, experienced committee of TIO staff will make a recommendation to the Ombudsman for approval to treat a complaint as systemic. A lead or test case is investigated at Level 3, all other similar complaints being classified as Level 1. Where the test case is resolved to the satisfaction of the parties, the TIO expects the member concerned to treat all Level 1 complaints and internal complaints not escalated to the TIO in the same fashion. Where no resolution is achieved the TIO will generally make a Determination or give a Direction in respect of the Level 3 lead case and escalate and determine the remaining complaints at Level 2.

The benefits of customers, TIO members and the TIO itself are obvious and immediate, although it has been impossible to design a methodology to measure these benefits in details.

During 2002/03, the following systemic investigations were completed that involved code breach issues:

View Completed Systemic Investigations (PDF 31KB/3pgs)

> NEXT: Independent Audit Report